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The risks of executive escalations

Executive escalations can be a real life-saver for an organization.  Whether it’s a high-profile Customer or just someone whose experience has gone completely off the rails, sometimes escalating dramatically can truly save the day for CX.  I recently had an experience that was saved by an executive escalation.  I happen to know a Senior Director [...]

By |2021-02-18T16:12:16+00:00February 18th, 2021|CX Strategy, CX Thoughts, Leadership, Principles of Good CX|Comments Off on The risks of executive escalations

Communication is key

One of my Five Principles of Good CX is Communication.  You can screw a lot of things up with your Customers and they’ll still forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse.  Sometimes you don’t know things, but letting them know you don’t know [...]

By |2020-12-07T17:05:11+00:00December 7th, 2020|CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Communication is key

Good CX Principle #5: Every Customer Elite

We’re now up to the last of the Five Principles of CX (you can find an introduction to this series here, and parts one, two, three, and four at these links), Every Customer Elite.  This may sound like the usual boilerplate feel-goodery that comes with CX leaders and writers all the time:  Put the Customers [...]

By |2020-11-19T16:18:00+00:00November 19th, 2020|CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #5: Every Customer Elite

Good CX Principle #4: No near-misses

We’re up now to the fourth of the Five Principles of CX:  No Near Misses.  We’ve covered already how it’s our responsibility to avoid issues in the first place (Principle 1, Get It Right) and how important it is to keep the lines of communication open and take on the stress of our own internal [...]

By |2020-11-18T15:55:51+00:00November 18th, 2020|CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #4: No near-misses

Good CX Principle #3: Take on the stress

Today I’m posting the third article in a five-part series on the Principles of Good CX.  There’s an intro to the series here, and parts one and two are here and here, respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier without the Customers, right?  (Forget that our jobs [...]

By |2020-11-16T15:46:23+00:00November 16th, 2020|CX Culture, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #3: Take on the stress

Good CX Principle #2: Communicate

In this, the second installment of a five-part series on the Principles of Good CX (Intro here, and Part One here), I’ll present the principle of Communication.  It’s pretty obvious that this is important, but that makes it even more surprising that so many organizations get it so wrong. I recently spent literally two weeks [...]

By |2020-11-12T15:57:05+00:00November 12th, 2020|Consulting, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #2: Communicate

Good CX Principle #1: Get it Right

In my time as a CX professional, I’ve developed what I call the Five Principles of CX.  I’ll go through them over the course of five articles starting here with the first one:  Get It Right (GIR).  (I posted an introduction to the series here.)  Although not universally the case, and it’s not a good [...]

By |2020-11-11T19:25:28+00:00November 11th, 2020|Consulting, CX Culture, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #1: Get it Right

An introduction to the Principles of Good CX

I wouldn’t be a self-serving, self-promoting consultant if I didn’t have a few frameworks to show you, so at the risk of shaming myself and losing my membership card, here’s another one.  Over the course of five articles, I’ll get into each of them, but here I’ll lay out what I term the Principles of [...]

By |2020-11-09T16:03:40+00:00November 9th, 2020|Consulting, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on An introduction to the Principles of Good CX
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